Gregory J. Micheaels
Phoenix,AZ
Summary
Experienced leader with extensive knowledge, adept at driving team success and achieving organizational goals. Proven track record in managing cross-functional teams, fostering collaboration, and implementing strategic initiatives. Skilled in leveraging strong communication and interpersonal abilities to build and maintain relationships with stakeholders at all levels. Demonstrated expertise in problem-solving, decision-making, and adapting to dynamic business environments. Committed to continuous learning and professional development to stay ahead in an ever-evolving industry.
Overview
12
12
years of professional experience
Work History
Lead Portfolio Service Advisor
SVB - First Citizens Bank
01.2022 - Current
- Handle high level escalations on client account management
- Analyze and suggest new operational efficiencies for Startup Banking Support
- Educate clients and internal team members on OFAC and SWIFT regulations to ensure compliance
- Manage team dashboards for CRM/SLA data tracking
- Create reports for via data collected by CRM for upper management review
- Operate and manage variety of RA/ client support cases through CRM dashboard
- Run regular testing on new patches and updates to current Treasury products
Sr. Lead CCS Relationship Specialist II, Officer | Level 2 Support
Bank of the West
12.2019 - 01.2022
- Administrator for several applications used by both internal and external users for the Bank
- Managed Level 2 escalations for the entire Treasury Solutions department
- Used data-driven analytics to plan, implement, and operate key efficiency changes to the Client Service teams
- Acted as Manager during vacancy of the position through 2020
- Managed international banking platform for international clients
- Provided white glove trainings for high priority clients
- Ran regular tests on new patches and updates to current Treasury products
- Managed wire transfer escalations
Sr. CCS Specialist | Level 2 Support
Bank of the West
02.2018 - 12.2019
- Handled incoming calls from Cash Management clients
- Managed all escalations within the Cash Management department
- Ran extensive tests on new updates for Cash Management products
- Provided trainings for Bank employees on Cash Management products
- Acted as administrator for Cash Management product (EDS)
Online Support Representative
Avnet Inc.
09.2017 - 02.2018
- Managed web user accounts and provided application support to all web users
- Generated, analyzed, and presented all team reporting
- Solved client issues through phone and web chat program
- Achieved Power Bi certification to create and operate reporting dashboard for the online support team
- Operated as acting manager for Microsoft Dynamics program used for customer service cases
- Ran regression tests for our new website launches and tested for defects on the website
Partner Champion
Insight Direct USA
08.2015 - 07.2017
- Worked with internal and external sales teams to provide best products/solutions for customers through partner collaboration
- Provided product knowledge and training to sales teams and customers
- Participated in multiple trainings on the competitive software/hardware landscape
- Partnered with various vendors to help drive sales through contests and events
- Increased Ivanti Software's revenue 34.6% in 2016
- Grew GP from Ivanti Software's sales by 42% in 2016
- Increased New business in U.S
- Accounts by 68%
- Won Ivanti Software's NSP Partner of the Year award for 2016
Associate
Institute for Supply Management
06.2014 - 12.2014
- Managed and updated speaker databases for upcoming conferences
- Marketed upcoming conferences to company executives and other business professionals
- Created conference and seminar surveys to assess quality of instructors
- Taught a seminar on accounting in supply management for Dell Inc
- Employees and executives
Operations Manager
Elsje's Fashion Floors
05.2013 - 08.2013
- Operated the store database and organized potential client contacts and supplier information
- Provided face-to-face customer service at location
- Negotiated product pricing with manufacturers and suppliers
- Acted as on-site manager in supervisor's absence
Education
Bachelor of Applied Science - Operations Management IT
Arizona State University
Tempe, AZAssociates of Applied Science - Computer Information Systems
Scottsdale Community College
Scottsdale, AZSkills
- Operations Management
- Data Analysis
- Risk Analysis
- Cash Management
- Customer Service
- Wire Operations
- ACH
Timeline
Lead Portfolio Service Advisor
SVB - First Citizens Bank
01.2022 - Current
Sr. Lead CCS Relationship Specialist II, Officer | Level 2 Support
Bank of the West
12.2019 - 01.2022
Sr. CCS Specialist | Level 2 Support
Bank of the West
02.2018 - 12.2019
Online Support Representative
Avnet Inc.
09.2017 - 02.2018
Partner Champion
Insight Direct USA
08.2015 - 07.2017
Associate
Institute for Supply Management
06.2014 - 12.2014
Operations Manager
Elsje's Fashion Floors
05.2013 - 08.2013
Bachelor of Applied Science - Operations Management IT
Arizona State University
Associates of Applied Science - Computer Information Systems
Scottsdale Community College
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